Senior IT Desktop Support Technician

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The IT Desktop Support Technician is a pivotal role that bridges technical execution with exceptional service delivery. You will be the face of IT, providing high-touch support for Windows and Linux environments. This role requires a unique blend of systems administration knowledge and a "white-glove" service mindset, ensuring that everyone from entry-level associates to C-Suite executives remains productive and secure

This role will primarily manage desktop support, ensuring all end-user computing technical issues are resolved in a timely and effective manner. Manage and maintain Windows and Linux workstations and servers to ensure optimal performance.

A team orientated mindset with the ability to work cross- functionally with global IT and security teams

The IT Desktop Support Technician is a critical role that combines technical expertise with hands-on experience in Windows and Linux workstation and server administration, along with a strong background in desktop support, system administration, and collaboration with cybersecurity teams. The candidate will be responsible for ensuring service onsite at a Nielsen location ensuring effective support to entry level associates as well as C-Suite leaders requiring White Glove support. The successful candidate will not only be a technical expert but also a team player, a problem-solver, and a key driver of continuous service improvement.

Responsibilities

• Technical Support & Escalation:

o Serve as the first point of technical escalation for complex and challenging desktop, hardware, software, and application issues.

o Provide proactive issue finding, hands-on troubleshooting, and resolution for all end-user technology issues.

o Oversee the entire lifecycle of support tickets, from initial logging to final resolution, ensuring adherence to all SLAs and KPIs.

o Develop and maintain standard operating procedures (SOPs), knowledge bases, and user documentation updating existing procedures when required.

o Conduct user training sessions to enhance overall digital literacy.

o Diagnose and resolve issues related to printers, network connectivity, and other peripherals.

o Familiar with Network and Audio Video equipment and ability to collaborate and provide guided support as needed.

• Strategic & Operational Management:

o Own the full lifecycle of IT equipment planning, procurement, deployment, maintenance, and disposal.

o Contribute to the strategic planning and implementation of new desktop technologies and systems by evaluating hardware and software vendors and their offerings.

o Manage and execute IT projects, such as hardware refresh cycles, OS migrations, and software rollouts.

o Identify and implement process improvements to enhance the efficiency, quality, and user satisfaction of the desktop support service.

o Assist in system administration tasks, including user account management and system updates.

o Collaborate with the IT team to implement and maintain server infrastructure when required.

o Provide insights and recommendations for service enhancements based on user interactions and environmental issues.

o Excellent Communication with Stakeholders users and external vendors

o Support Projects aligned and cover timelines and expectations

o Familiar with Finance process CAPEX - OPEX

• Technical Expertise (Essential):

o Hands-on experience with Microsoft Windows and macOS operating systems in an enterprise environment.

o Knowledge of Active Directory, Group Policy, and Azure AD for user and device management.

o Expertise in troubleshooting and managing the Google suite and Microsoft 365 services including but not limited to Intune and Autopilot deployments.

o Proficiency in hardware troubleshooting and support for desktops, laptops, peripherals, and mobile devices.

o Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) and wireless technologies.

o Experience in utilizing IT Service Management (ITSM) tools, specifically ServiceNow (SNOW) or similar ITIL-based platforms (Jira), for incident, problem, change, and configuration management (CMDB).

o Experience in scripting or automation (Powershell, Python, etc) for asset tracking or support efficiency.

o Administer Windows and Linux servers, ensuring their stability, integrity, and efficient operation.

o Experience to provide Remote Support

• Professional Attributes:

o Possession of a strong inclination toward continuous learning.

o Exceptional organizational and time management skills, with the ability to prioritize and execute multiple high-priority tasks in a fast-paced environment.

o Demonstrated ability to maintain composure and an empathetic, customer-first approach, especially during high-stress situations.

o Excellent interpersonal and communication skills.

o Demonstrated flexibility and adaptability.

Measurement

• Leadership: Problem solving, Curious, Collaborative, Inclusive, Proactive, Accountable, Committed, Tenacious
• Values: Open, Connected, Useful, Personal

What does Success mean for this role?

For the IT Desktop Technician success will be measured by demonstrably improving the employee experience. Success indicators include improved MTTR, reduction in escalations, and a WOW service for end users. Increased employee engagement and satisfaction, streamlined processes, improved cross-functional collaboration, proactive support, all ultimately contributing to positive business outcomes through a more engaged and productive workforce.

Networks

Internal:

• The key relationship will be with the end user community in a designated Nielsen office.
• Onsite presence required (occasional remote flexibility where applicable).
• Collaborate with Service Delivery, technical teams and end users
• Occasional lifting of equipment (up to 50 lbs)
• May require after hour or weekend support.

External:

• Vendors and partners for technology solutions
• Industry analysts for research and best practices
• External Audit or Consultants as required

Education & Training

• Bachelor's degree in Computer Science, or a related field.
• This role is applicable across various industries
• Fluency in English and local language mandatory

Experience

• Excellent communication and collaboration skills.
• Excellent and high level of technical expertise
• Strong analytical and problem-solving skills, with a methodical and logical approach.
• Ability to work effectively with cross-functional teams and influence stakeholders.
• High levels of energy, conscientiousness, rapport building, resiliency, inventiveness,

and curiosity.

• 2-4 years of experience in EUC support , with a strong focus on EUC experience.
• Functional and technical strategic thought leadership.
• Some project management skills, with experience in leading transformation projects.
• Excellent communication and stakeholder management skills, with the ability to

bridge the gap between business and IT.

• Experience in working with global teams and managing diverse stakeholder groups.
• Experience in a regulated industry is a plus..
• Relevant certifications are highly desirable (e.g., CompTIA A+, Network+, Microsoft

Certified: Modern Desktop Administrator, ITIL Foundation).

• The ability to work effectively under pressure and prioritize multiple tasks in a

dynamic environment.

• Proficiency in delivering remote technical assistance utilizing various support

platforms is a plus.

Know-How

• See Know-How Assessment Tool

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